Customer Technical Support Manager

Responsibilities

Peraton is seeking a Customer Technical Support Manager to join our team of qualified, diverse individuals serving the United States Coast Guard IMS program. Qualified applicants will provide Command and Control oversight at the IMS Service Desk in the following areas: data analytics, reporting and performance; workforce management; and enterprise ticket management. Applicants will work through a modernization and consolidation of the operational environment under a common technology framework to better support the services provided to the United States Coast Guard.

 

Day to Day Work Responsibilities:

• Manage a team of 5-7 employees
• Monitoring and Surveillance: Responsible for continuously monitoring and surveilling various data sources, systems, and processes. Maintain real-time view of information and indicators to maintain situational awareness and identify any potential issues or threats.
• Data Analysis and Decision Support: Analyze incoming data, assess its significance, and provide actionable insights to decision-makers. Interpret complex information, identify trends or patterns, and offer recommendations to support decision-making processes.
• Coordination and Communication: Facilitate effective coordination and communication among different stakeholders. Act as central point of contact and relay information between field personnel, managers, executives, and other relevant parties. Ensure that all parties have access to timely and accurate information for effective decision-making and operational coordination.
• Provide data analytics and service desk performance reports to leadership on a daily, weekly, monthly and ad-hoc basis.
• Analyze workforce management discrepancies and provide solutions to leadership on staffing and overtime initiatives
• Manage enterprise ticket management to include meeting SLA objectives on all service desk contacts through the lifecycle of the ticket and master incident interface with the Network Operations Center (NOC).
• Report all observed issues to Service Desk Lead

#USCGIMS

Qualifications

Basic Qualifications:

• Must have 6 years of experience and extensive management experience in technical field
• U.S. Citizenship required; Secret (or higher) clearance.
• Comfortable communicating with Peraton and Client leadership
• Professional written and interpersonal skills are essential when communicating with Client
• Experience in data analytics
• Time-management skills and the ability to establish reasonable and attainable deadlines

Preferred Qualifications:

• 5-7 years of proven experience in a heavy customer focus position involving technical knowledge and services
• ITIL foundation certification or familiarity with ITIL methodologies and best practices
• Industry-specific certification may be required

Peraton Overview

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure.

Target Salary Range

$66,000 - $106,000. This represents the typical salary range for this position based on experience and other factors.